Lillian Salman
Kealba,Vic
Summary
Dynamic leader with a proven track record at Dorevitch Pathology, excelling in team management and customer service. Demonstrated adaptability and excellent communication, enhancing team productivity and patient satisfaction. Achieved significant improvements in operational efficiency and service delivery, embodying integrity and empathy in all interactions.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Passenger Service Agent
Menzies Aviation
Melbourne, VIC
01.2025 - Current
- Deliver high quality, professional and friendly customer service.
- Process passengers check in documents, whilst validating passports and related documents
- Ensure a safe and on time departure of flights by efficient and friendly service
- Assisting passengers that need mobility support by pushing wheelchairs or driving buggies through the airport
- Available and adaptable to work shift work according to flight arrival and departure times/last minute roster changes.
Lead Collector
Dorevitch Pathology
Melbourne, VIC
06.2023 - 05.2025
- Management of a local area of collection sites and the management of a collection team and the coordination of day-to-day operations, to ensure the delivery of a high standard of clinical and customer services.
- Provided ongoing leadership, support and training to my Pathology Collection team to ensure that the right people are placed in the right roles and supported to fulfill these roles.
- Ensured that these sites meet all human resources, occupational health safety requirements and relevant accreditation standards.
- Managed a team of collectors, ensuring adherence to company policies and regulations.
- Collaborated with management to develop effective collection strategies, enhancing overall performance.
- Monitored collector productivity and provided feedback for continuous improvement in individual performance.
- Provided excellent customer service while maintaining a firm approach to collecting overdue payments from clients.
Team Leader Manager
Dorevitch Pathology
Melbourne, VIC
01.2020 - 06.2023
- Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
- Streamlined communication within the team for better collaboration and decisionmaking.
- Developed strong relationships with cross-functional departments to support successful project execution.
- Boosted employee morale through regular recognition of outstanding work and providing opportunities for professional growth.
- Oversaw the successful completion of multiple high-priority projects, ensuring timely delivery and client satisfaction.
Pathology Collector
Dorevitch Pathology
Melbourne, VIC
02.2018 - 06.2023
- Enhanced patient comfort by efficiently managing the specimen collection process.
- Achieved accurate and timely test results by meticulously following standard operating procedures for specimen collection and handling.
- Maintained a sterile and organized workspace to ensure proper infection control measures were met.
- Improved the overall efficiency of the pathology department by effectively prioritizing specimen collections based on urgency and clinical relevance.
- Educated patients on proper specimen collection techniques, ensuring optimal sample integrity and accurate test results.
- Demonstrated excellent interpersonal skills while interacting with diverse patient populations, fostering trust and rapport during sensitive medical procedures.
- Contributed to a positive work environment through strong teamwork, effective communication, and consistent professionalism under pressure.
- Assisted with onboarding and training of new pathology collectors, contributing to a highly skilled and knowledgeable team.
- Exceeded patient satisfaction goals by consistently providing exceptional service during often stressful medical procedures.
- Maintained safe work environment free of unnecessary hazards to protect staff and testing results.
Customer Service Representative
Smarte Carte
Melbourne Airport, VIC
11.2018 - 02.2020
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Customer Service Representative
Keilor Village Convenience Store
Melbourne, VIC
02.2017 - 02.2018
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Certificate III - Pathology
Kangan Institute
Melbourne, VIC12.2017
Bachelor In English Literature - Literature
Tishreen University
Tartus, Syria08.2016
Skills
- Adaptability to change
- Active listening
- Empathy
- Working with integrity
- Leadership
- Conflict management
- Motivation
- Providing excellent customer service
- Time management
- Excellent communication skills
Certification
- Working with children check.
- Second level First Aid and CPR
- National Police Check
Timeline
Passenger Service Agent
Menzies Aviation
01.2025 - Current
Lead Collector
Dorevitch Pathology
06.2023 - 05.2025
Team Leader Manager
Dorevitch Pathology
01.2020 - 06.2023
Customer Service Representative
Smarte Carte
11.2018 - 02.2020
Pathology Collector
Dorevitch Pathology
02.2018 - 06.2023
Customer Service Representative
Keilor Village Convenience Store
02.2017 - 02.2018
Certificate III - Pathology
Kangan Institute
Bachelor In English Literature - Literature
Tishreen University